How to use Service Desk for different subsidiaries and service teams

Dear all,

we are thinking about buying JIRA and Serive Desk, but we are not sure about following constellation:


  • We produce a Software product in Germany and Support different subsidiaries
  • For german customers, we are the 1st Level Support. We would use one Service Desk Projekt for that.
  • Our american Team is the 1st Level Support in North America. When they are not able to solve a ticket by themselves, they should send this to the german Team, which would be the 2nd Level Support for USA.


How can be built this up? One JIRA instance worldwide, one per country?

How could the US Team "send" us tickets to our Service Desk and our answer will be automatically send to them?


thank you very much for your help,

1 answer

Just a suggestion. If you use the same JIRA instance but 2 separate projects (1 for German team and 1 for USA team) then when USA team can not resolve their ticket independently they can open new ticket in your project and link it to their ticket as dependency. Then they can monitor the linked ticket status and comments and resolve their ticket when dependency is resolved.

Suggest an answer

Log in or Sign up to answer
Community showcase
Asked Dec 06, 2018 in Jira Service Desk

Looking for teams who switched from email to Jira Service Desk

The Jira Service Desk marketing team is working on a guide to help new Atlassian customers switch from email to JSD and we'd love to hear from you! Please share: - What made you realize that i...

1,190 views 10 13
View question

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you